Choose Your Partners
Many organisations are still disappointed by their service partner's delivery performance. The lessons for the service providers may be about focussing on basic service principles.
The biggest gaps between expected and actual performance are consistently reported in four critical areas: delivery quality, technical expertise, responsiveness and business alignment.
The good news for service providers is that these are all fixable issues. They are due to controllable internal factors. The bad news is that clients are wondering why they haven't been fixed.
As the CIO of a large financial services organisation said, "The big service providers all have the same problem. They get caught up by the size of the transaction. They forget that the real value is sometimes in the smaller items."
The conclusion for organisations choosing a partner may well be to focus on the partner's ability to deliver consistent practical results that solve a real business need. This should help keep the choice of partner in context.
Results, Not Just Recommendations
